Remote-Ready Enterprise AI Customer Success Director

Genesys; Chicago (IL); Hybrid; USD 129,000 - 226,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Telehealth

Work-from-home opportunities

Open Paid Time Off

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys is seeking a Customer Success Director in North America Central Region to own and elevate enterprise customer value. You will lead strategic partnerships, influence revenue growth, and align cross-functional teams to deliver measurable outcomes across the customer lifecycle.

You will act as a trusted advisor to executives, translate complex AI-powered capabilities into business value, and drive adoption and retention at scale within a global portfolio.

Qualifications

• Own a portfolio of enterprise customers and act as the primary strategic advisor.
• Develop and execute Customer Success Plans aligned to KPIs and platform adoption goals.
• Lead executive engagement through regular business reviews to track progress and value.
• Drive adoption and utilization to strengthen retention and expand across accounts.
• Identify and advance expansion opportunities by aligning product capabilities to customer needs.
• Implement proactive risk mitigation to improve health and protect recurring revenue.
• Build customer advocacy with higher referenceability and NPS outcomes.
• Partner cross-functionally with Sales, Professional Services, Renewals, and Onboarding teams.

Responsibilities

• Own a portfolio of enterprise customers, acting as the primary strategic advisor to drive business outcomes and long term value realization
• Develop and execute Customer Success Plans that align customer objectives with measurable KPIs and platform adoption strategies
• Lead executive engagement through regular business reviews that track progress, demonstrate value, and align on future growth opportunities
• Drive adoption and utilization of Genesys solutions to strengthen retention and accelerate expansion across accounts
• Identify and advance expansion opportunities by aligning product capabilities to evolving customer business needs
• Implement proactive risk mitigation strategies that improve customer health, reduce churn, and protect recurring revenue
• Build and scale customer advocacy by increasing reference ability, satisfaction, and Net Promoter Score outcomes
• Partner cross functionally with Sales, Professional Services, Renewals, and Onboarding teams to ensure seamless lifecycle execution
• Influence territory and account strategies by delivering data driven insights and aligning internal resources to customer priorities
• Translate complex technical capabilities into clear business value for executive stakeholders

Skills

Executive engagement

Strategic customer success

SaaS revenue growth

Cross-functional leadership

Data-driven insights

Stakeholder management

Education

Bachelor's degree in technology or business

Tools

Salesforce

Gainsight

Job description

Genesys is seeking a Customer Success Director in North America Central Region to own and elevate enterprise customer value. You will lead strategic partnerships, influence revenue growth, and align cross-functional teams to deliver measurable outcomes across the customer lifecycle.

You will act as a trusted advisor to executives, translate complex AI-powered capabilities into business value, and drive adoption and retention at scale within a global portfolio.